The player from Germany successfully completed KYC verification but has faced repeated refusals for a €60 withdrawal since July. Despite logging into his account without issues, he has not received the email with further information regarding the rejection, and attempts to change his registered email address have been confusingly denied.
Lucky Circus Casino - Player's withdrawal request is delayed.
Opened
Current status
Waiting for player to reply
5d 12h 3m 32s
Lucky Circus Casino
Safety Index 6.8 Above averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
Ladies and Gentlemen
I registered at the casino in question on June 9, 2026. On July 5, 2026, I requested a withdrawal of €60.00. Despite successful KYC verification, the withdrawal has been refused to this day.
The casino informed me that an email with further information had been sent to me. However, I have not received such an email in either my inbox or my spam folder. When I inquired via live chat, I was not given the reasons for the rejected withdrawal. Since I did not receive the email, I requested that my registered email address be changed.
I was asked to contact them from a new email address, provide my previous email address, and submit proof of identity. The casino accepted the submitted documents. However, I subsequently received notification that, contrary to what I had been told, changing my email address was not possible after all.
What's particularly baffling is that I can log into my player account without any problems and the registered email address is demonstrably correct. The entire procedure therefore seems contradictory and effectively prevents me from withdrawing my funds.
I therefore request your support in enforcing the requested payment and thank you in advance for your efforts and support.
Automatic translation:
Public
Public
3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Is the email address associated with your player account the same as your current email address?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
Public
Public
2 weeks ago
TranslationHello Attila,
Thank you very much for your quick response.
Below you will find the answers to your questions:
- Have you ever successfully made a withdrawal?
- -> No, I have not yet made a successful withdrawal.
- Is the email address linked to your player account the same as your current email address?
- The email address registered with this CasinoGuru account is different. The email address I use with the casino is the iCloud address I provided when submitting this complaint.
- Did you achieve your winnings with or without an active bonus?
- -> I achieved all my winnings without an active bonus.
Should you have any further questions, please feel free to contact us at any time.
Thank you in advance for your efforts.
Best regards
SebaFred26
Automatic translation:
Public
Public
1 week ago
Hello SebaFred26,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Public
yesterday
Thank you for your response.
Could you please clarify why you requested to change the email address registered with the casino?
As I understand it, you still have access to the registered iCloud email address. Is that correct?
Thank you in advance for clarifying.
Best regards,
Attila
